Odeth Smith
Parlin,NJ
Summary
Seasoned professional with a robust background in hospitality, having excelled at Hilton Hotels Corporation. Demonstrates unparalleled guest relations expertise and event planning skills, significantly enhancing customer satisfaction and loyalty. Proven ability in marketing and strong organization, adept at elevating guest experiences and streamlining operations.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Hotel Concierge
Hilton Hotels Worldwide
Short Hills, NJ
06.2015 - Current
- Provided detailed information about the hotel, its services and amenities, local attractions and transportation options.
- Contacted previous visitors and potential guests through emailed newsletters with information on events and happenings to build strong clientele base.
- Offered guests details regarding hotel's amenities, local arts and culture, nightlife, dining options, attractions and museums.
- Assisted with luggage storage and retrieval.
- Assisted guests in obtaining tickets to shows or events in the area.
- Resolved guest complaints in a timely manner.
- Prepared invoices for guests, delivering to rooms on day of check-out and answering follow-up questions.
- Coordinated with housekeeping staff to ensure all rooms were properly prepared for arriving guests.
- Answered incoming calls from customers seeking directions or advice on nearby attractions.
Telephone Operator
Hilton Hotels Corporation
Short Hills, NJ
08.2006 - Current
- Routed calls to the correct department based on caller needs.
- Navigated multiple computer systems simultaneously while speaking with customers on the phone.
- Handled incoming and outgoing calls according to standard operating procedures.
- Answered incoming calls and directed them to appropriate departments or personnel.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Identified needs of customers promptly and efficiently.
- Assisted with customer requests and answered questions to improve satisfaction.
- Operated telephone switchboard and routed calls to correct destination.
Restaurant Hostess
Hilton Hotels Corporation
Short Hills, NJ
12.2000 - Current
- Trained new hostesses in customer service and job duties.
- Resolved any complaints or issues with customers quickly and professionally.
- Trained front-of-house staff on restaurant policies and procedures, guest service techniques and communication skills to promote positive experiences.
- Managed inventory and supplies to ensure materials were available when needed.
- Balanced cash register at end of shift according to established procedures.
- Maintained contact with kitchen and serving staff to properly handle dining details and address concerns.
- Assisted staff by serving food and beverages or bussing tables.
- Upsold appetizers, drinks, desserts. when appropriate.
- Answered phones promptly to record and confirm reservations.
- Assigned patrons to suitable tables according to server rotation.
- Helped restaurant staff set up small and large events to coordinate smooth execution.
- Monitored dining area to assess server capacity and estimate wait times.
- Checked dining and serving areas to verify proper cleanliness and readiness for guests.
Education
Associate of Arts - Tourism And Hotel Management
Union County College
Cranford, NJ06-2015
Some College (No Degree) - International Business Management
Kean University
Union, NJSkills
- Marketing
- Guest relations expertise
- Event planning
- Spa appointment scheduling
- Travel arrangements
- Reservation management
- Strong organization
- Restaurant reservations
Affiliations
- Well organize
- Detailed oriented
- Fast Learner
- Excellent Listener
Accomplishments
- On the job training recognition
- Outstanding service certificate
- Managers Award
Certification
- CPR Certified
- Alcohol Training Awareness program ATAP certified
- Training for Intervention ProcedureS Certification. TIPS
Websites
Custom
- Donating my time at the food Pantry
- Donating my time at Church
Timeline
Hotel Concierge
Hilton Hotels Worldwide
06.2015 - Current
Telephone Operator
Hilton Hotels Corporation
08.2006 - Current
Restaurant Hostess
Hilton Hotels Corporation
12.2000 - Current
Associate of Arts - Tourism And Hotel Management
Union County College
Some College (No Degree) - International Business Management
Kean University